question Unable to view/edit product models despite being admin in SAM forum

Unable to view/edit product models despite being admin

jordanm — Fri, 04 Mar 2022 00:30:34 GMT

Hi,

First of all, we are running the basic Asset Managing OOTB module, not HAM Pro. I believe that we should still be entitled to being able to edit product and hardware models. I have what seem to be the necessary roles - model_manager as well as admin at the higher level - but, when searching in the sidebar, I do not receive results for these items.

I have attached a screenshot display what I do see. Thoughts?

Thanks,

Re: Unable to view/edit product models despite being admin

Sulabh Garg — Fri, 04 Mar 2022 06:44:34 GMT

Hello

Ideally you should be able to see the "Product catalog" Application menu (if you have 'admin' or 'model manager' role) and under which you would have "Product models" as shown in below screenshot.

It may be due to you have customized Application menu of "Product catalog". Please check the same.

Please Mark ✅ Correct/helpful, if applicable, Thanks!!

Regards

Sulabh Garg

Re: Unable to view/edit product models despite being admin

jordanm — Fri, 04 Mar 2022 15:50:49 GMT

Thanks for the reply Sulabh. Unfortunately, I've search for terms 'models' and 'product' and don't see this showing up.

What's interesting is that Product Catalog does not show up at all yet, I checked plugins, and see that it's installed.

Re: Unable to view/edit product models despite being admin

Daniel Slocum — Fri, 04 Mar 2022 18:17:02 GMT

Hey Jordan,

Can you validate that you can access the table? In the Filter Navigator type "cmdb_hardware_product_model.list" and hit the enter key. It should take you to the Hardware Product Model Table. If you can see records you have the correct permissions under normal conditions.

If you can see the table but not the module listing in the menu, then it is likely that either the Product Catalog -> Hardware Models module has been disabled or the role(s) required to view it has been changed.

To investigate the module navigate to System Definition -> Modules. Then, filter the modules list for Title = Hardware Models.

Open the Hardware models module and verify the "Active" checkbox, on the "Visibility" tab is checked. You'll also find the "Roles" attribute on the "Visibility" tab. By default, it is set to just model_manager.

Hope that solves it for you.

Re: Unable to view/edit product models despite being admin

jordanm — Fri, 04 Mar 2022 19:06:13 GMT

Hi Daniel,

cmdb_hardware_product_model.list - visible!

On checking Sys Definition -> Modules: I have what you stated should be there.

Does it matter that my model_manager role is inherited?

Here is a screenshot from the roles edit list of what I have populating my roles.

Re: Unable to view/edit product models despite being admin

Daniel Slocum — Fri, 04 Mar 2022 19:45:34 GMT

It should not matter if the role was explicitly granted or inherited. I ran a test in my personal instance where I created a new user and granted just model_manager. The user also inherited catalog_editor. That user was able to see the module as expected. You might want to explicitly assign the role just to cover that base. However, I expect there is something additional going on with Security in your ServiceNow instance that is somewhat custom. You should check with your SysAdmin to determine if there are any ACLs in place that are limiting visibility of modules in your environment.

Best of luck!

Re: Unable to view/edit product models despite being admin

jordanm — Fri, 04 Mar 2022 22:02:36 GMT

Thanks Daniel. I will do some more experimenting.

Re: Unable to view/edit product models despite being admin

Arthur Schulcz1 — Mon, 07 Mar 2022 14:56:23 GMT

Try typing "cmdb_hardware_product_model.list" into the filter navigator. This will help you determine if you do not have access to the table at all, or if it is just not showing up in the menu.

Re: Unable to view/edit product models despite being admin

jordanm — Mon, 07 Mar 2022 17:57:51 GMT

Hi Arthur,

As stated above, that is visible for me. It seems to just not be showing up in the menu. I've filed a support request with ServiceNow to see what might be going on.

Re: Unable to view/edit product models despite being admin

jordanm — Tue, 08 Mar 2022 17:09:08 GMT

ServiceNow Support helped me fix it.

Product catalog on sys_app_application was set to not active.

Resolution provided:

1. Go to sys_app_application look for product catalog
2. This was set to false. Changed to true.
3. Went to cache.do and cleared cache
4. Verified I was able to see the Product Catalog and specifically models now